Material Handling Service Support SpecialistDepartment: ServiceEmployment Type: Full TimeLocation: BR04- PINEY FLATS, TNReporting To: Aaron ShoweDescriptionTake Your Career to New Heights as a Service Product Support Specialist! Why Join Us? Ignite Your Career! Step into a world of opportunity with a company that embodies honor, integrity, and a relentless drive for excellence. WMH, (?www.wmhsolutions.com) stands as a beacon of experience, with over 35 years of industry mastery. We're not just fast-growing; we're the Southeast's fastest-growing material handling company, spanning 11 branches across NC, SC, TN, VA, GA, and AL. Our approach is unique - we're transforming the industry as a complete solutions provider. At our core, we're committed to nurturing the success of our employees. As a Service Product Support Specialist, you will play a critical role in providing expert technical support and service guidance related to our forklift products and solutions. This role is pivotal in ensuring that our customers receive the highest level of service and support, helping them to maintain and optimize their material handling equipment. The ideal candidate will have a strong technical background in forklift systems, exceptional problem-solving skills, and a passion for customer service. Your mission? To deliver excellence in both our products and services, upholding our high standards while ensuring that our customers receive top-tier service and support. You'll play a key role in helping them maintain and optimize their material handling equipment. This position involves close collaboration with customers, service technicians, and internal teams to efficiently and effectively resolve all service-related issues. Key Responsibilities:
- Customer Service Excellence: Elevate customer service for both internal and external clients, ensuring their needs are met with professionalism and efficiency.
- Technical Support: Serve as the primary point of contact for service-related inquiries, providing technical support and guidance to customers, service technicians, and internal teams.
- Scheduling & Dispatching: Mastermind scheduling, dispatching, and workload management to ensure timely and effective service delivery.
- Service Efficiency: Drive efficiency, productivity, and quality within the Service Department, continuously seeking ways to improve processes and outcomes.
- Work Order Management: Initiate, manage, and oversee work orders, ensuring all service-related tasks are completed accurately and on time.
- Work in Progress (WIP) Oversight: Monitor and manage work in progress, ensuring that all service activities are progressing as planned and meeting quality standards.
- Documentation: Maintain accurate records of service activities, including work orders, service reports, and customer communications, ensuring compliance with company policies and procedures.
- Internal Team Support: Provide unwavering support to our internal service team, fostering a collaborative and productive work environment.
- Vendor & Manufacturer Partnerships: Foster solid partnerships with manufacturers and vendors, ensuring seamless communication and support for service activities.
- Departmental Reporting: Fuel the preparation of monthly departmental reports, contributing to data-driven decision-making and continuous improvement.
- Contract Coordination: Serve as the support backbone for external and internal customers, including coordination of rental equipment contracts, shipping, and receiving.
- Data Entry & Claims Processing: Champion accurate service department data entry and ace warranty and fleet claims processing, ensuring timely and effective resolution.
- Team Collaboration: Cultivate a collaborative team atmosphere, encouraging open communication and teamwork across all service-related functions. Elevate customer service for internal and external clients
- Product Expertise: Develop and maintain in-depth knowledge of our forklift products and services, staying up-to-date with the latest advancements in technology and best practices.
- Continuous Improvement: Identify opportunities for improving service processes, product performance, and customer support, contributing to the overall success of the company.
Skills, Knowledge and Expertise:
- Experience: Minimum of 3-5 years of experience in a technical support or service role within the material handling or forklift industry.
- Technical Knowledge: Strong understanding of forklift systems, including electrical, hydraulic, and mechanical components, with the ability to diagnose and resolve technical issues.
- Customer Service: Proven track record of delivering exceptional customer service, with strong interpersonal and communication skills.
- Problem-Solving: Excellent analytical and problem-solving skills, with the ability to think critically and develop effective solutions.
- Organizational Skills: Strong organizational skills, with the ability to manage multiple service activities and prioritize tasks effectively.
- Team Player: Ability to work collaboratively with cross-functional teams, including service technicians, parts specialists, and sales teams.
- Computer Skills: Proficiency in using service management software, CRM systems, diagnostic tools and Microsoft Office Suite.
Perks of Being a WMH Team Member: Top-notch health insurance. Dive deep into comprehensive in-house exclusive technical training Enjoy Paid Holidays, generous PTO to recharge and spend time with loved ones. Competitive pay with opportunities for incentives Stay connected with a Cell Phone Allowance Secure your future with our retirement plan and Profit Sharing Keep your work-life balance intact with flexible hours. Unified Team: Join a dynamic workplace Professional development support